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Contact Centre Team Leader Id Support

4 weeks ago

Sydney, Australia NSW Government -Department of Customer Service Full time

**Contact Centre Team Leader ID Support NSW**
- Location: Hybrid opportunity, Head Office - Haymarket
- 12-month opportunity with the potential to convert to Ongoing
- Salary: DCS Clerk Grade 9/10 $116,211 - $128,061 plus 10.5% superannuation and leave loading

**About the role**

The Contact Centre Team Leader is responsible for leading a team of ID Support Advisors to assist NSW customers who have been impacted by identity misuse, a data breach or who want to better protect their personal information. They will utilise their exceptional people management skills to lead a productive and efficient team to improve identity resilience in NSW. This is an opportunity for a proactive and efficient team player to join a collaborative team of specialists across a highly rewarding scope of work.

**About the team**:
ID Support NSW is a nation-leading business unit within the Department of Customer Service dedicated to assisting victims of identity crime. Established in 2021, it provides support to NSW government agencies in the event of a data breach as well as NSW customers impacted by identity misuse. With recent data breaches and increasing fraud, identity resilience is key to preventing misuse. Join ID Support and help shape how identities are protected and remediated in NSW.?

**On your first day you’ll have**:

- Experience leading a diverse team of professionals
- Building trust with diverse stakeholders and partners within agreed timeframes, considering their varying expectations, viewpoints, and interests
- Making sound decisions and exercising good judgement in collecting and interpreting complex data and information across a broad portfolio of projects and initiatives
- Managing complex and sensitive customer enquiries and providing world class customer service to support the resolution of customer enquiries
- Previous experience working in a contact centre or phone operations environment
- High attention to detail and understanding of privacy and confidentiality are essential

**Your day-to-day responsibilities will include**:

- Balance competing demands to ensure strategic objectives are achieved to required standards and within budget
- Manage teams where team members may have dual reporting lines and competing priorities
- Develop and maintain stakeholder and customer relationships through effective communication, negotiation, and issues management to ensure deliverables are met
- Manage governance, compliance and quality requirements, to successfully deliver desired outcomes
- Undertake research and formulate recommendations to support evidence-based decision making
- Maintain effective reporting that provide insights and trends and ensure data integrity and transparency to identify and address issues and opportunities and highlight key performance areas
- Use a range of systems and databases to input and extract data, conduct research, analyse data, and identify trends and issues and recommend solutions to address delivery issues
- Interpret and translate data and complex information into clear communication and engaging content that articulates how the delivery of Ministerial priorities benefits customers

**For more information on the role, see the Role Description **here.**

**Benefits of working for DCS?**
- Accrued flexible leave?
- Hybrid working options
- flexibility to work from home and office?
- Generous leave entitlements including up to 14 weeks parental leave?
- Access to health and well-being programs including Fitness Passport?
- Competitive pay and conditions?

**Working at Department of Customer Service**
The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Visit our Careers site to find out what it means to work for us.

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